Safe Ship Protection - Terms & ConditionsUpdated 5 months ago
Safe Ship Protection Terms & Conditions
Thank you for choosing Safe Ship Protection. By purchasing this optional add-on, you agree to the following terms and conditions, which are designed to ensure clear communication and understanding of what is covered and how claims are processed.
1. Coverage Overview
Safe Ship Protection provides limited coverage for the following scenarios:
• Theft Coverage: If your package is believed to be stolen from your doorstep, Safe Ship Protection has you covered. Simply file a claim with our Customer Experience team within 7 business days after the date of delivery, and we’ll send you a replacement at no additional cost.
• Undelivered (lost) Coverage: If your package has been in transit or out for delivery with no updates from the shipping carrier, Safe Ship Protection has you covered. Simply file a claim with our Customer Experience team within 30 days of the expected delivery date, and we’ll work to resolve the issue and ensure you receive your order.
• Damage Coverage: If your item arrives damaged, Safe Ship Protection ensures you receive a brand-new replacement. Please note that this coverage applies exclusively to damage sustained by the product itself. Minor wear or tears to our biodegradable packaging, which can occur during transit, are not covered unless the product inside has also been affected. Claims for items damaged in transit must be reported to our Customer Experience team within 7 days of the delivery date.
2. Claim Filing Requirements
To ensure timely resolution, claims must be submitted as follows:
Stolen Packages (theft): Claims must be filed within 7 business days of the package being marked as “delivered” by the carrier. A delivery confirmation email will be sent to the email provided for the order.
• Undelivered (lost) Orders: Claims must be filed no earlier than 10 days and no later than 30 days after the expected delivery date.
• Damaged Items: Claims must be filed within 3-7 days of receiving the damaged item. Only physical damage to the product itself is covered; damage to biodegradable or outer packaging is excluded unless the product is also affected.
**Claims submitted outside these timeframes may not be eligible for coverage.**
3. Filing a Claim
To initiate a claim, please contact our Customer Experience team with the following information:
• Proof of purchase, including order number.
• Photos of the product and/or packaging (for damage claims).
• Confirmation of delivery status from the carrier (if applicable).
• A description of the issue.
Our team will review and determine the eligibility of your claim within 3 business days.
4. Exclusions
Safe Ship Protection does not cover the following:
• Damage to biodegradable or outer packaging that does not impact the product inside.
• Delivery delays caused by the carrier (ex. strike).
• Incorrect addresses or shipping details provided by the customer.
• Packages marked “delivered” but reported missing after 7 days from the delivery date.
• Delays outside of Sheertex’s control such as but not limited to weather, natural disasters, and accidents.
5. Replacement Process
If your claim is approved, we will replace the affected items free of charge. Replacements are subject to stock availability. If the item is out of stock, we may offer a comparable product or a store credit at our discretion. Refunds are not included as part of the Safe Ship Protection fee.
6. Limitations of Liability
Safe Ship Protection is a limited liability service and does not guarantee outcomes beyond the scenarios described above. Replacement approval is at the sole discretion of our Customer Experience team based on the provided evidence and carrier confirmation.
We reserve the right to refuse replacements, exchanges, and refunds from customers who we believe are attempting to abuse our policies.
By purchasing Safe Ship Protection, you acknowledge and agree to these terms and conditions. If you have any questions or need assistance, please contact our Customer Experience team.